Bosta

Control tower supervisor

Bosta  •  Cairo, EG (Onsite)  •  2 hours ago
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Job Description

About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience altogether to provide a one-stop-shop for delivery solutions.
 
We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.
 
 
Job Code:
Incremental 2026BOX-205
 
About the Role:
The Control Tower Supervisor is responsible for overseeing Bosta Box operational issues and ensuring timely resolution of shipment-related cases. The role acts as a key link between Operations and Customer Experience, coordinating with different teams to investigate issues, drive corrective actions, and ensure SLA adherence. It also focuses on operational control, SOP compliance, and courier activity audits to identify risks and prevent service-impacting issues. The position plays a critical role in identifying recurring operational problems and driving continuous improvement and operational excellence

Responsibilities :

     

    • Own the end-to-end lifecycle of Bosta Box operational tickets raised by Customer Experience, including delivery failures, missed pickups, and shipment discrepancies.
    • Investigate shipment-related issues from an operational perspective to identify root causes and determine operational liability.
    • Coordinate with relevant operational teams, including Hubs, Fleet, and Sorting, to drive corrective actions and resolve flagged cases.
    • Follow up on open cases through to full closure, ensuring shipments are resolved within the agreed SLA.
    • Monitor ticket flow in real time, prioritizing high-severity and recurring cases to ensure timely resolution.
    • Execute rigorous audit protocols to detect, investigate, and eliminate fraudulent or inaccurate courier "Star" status updates
    • Review operations regularly to identify risks, assess SOP compliance, and highlight areas for improvement.
    • Track and report key operational metrics, including First Response Time (FRT), Turnaround Time (TAT), and Resolution Rate across Bosta Box operational tickets.
    • Escalate unresolved or high-risk cases to the appropriate stakeholders, providing clear findings and recommendations.
    • Liaise daily with the Customer Experience team to align on case status, priorities, and next actions while avoiding duplicated efforts.
    • Identify recurring issue patterns and communicate them to Operations leadership to support root-cause resolution and prevent recurrence.
    • Prepare daily and weekly visibility reports covering ticket volume, resolution status, SLA adherence, and key operational findings.

Requirements :

     

    • Bachelor’s degree in Business Administration, Logistics, Supply Chain, or a related field
    • 3–5 years of experience in Operations, Logistics, Last Mile, or Control Tower roles.
    • Previous supervisory or team-lead experience is preferred.
    • Experience in e-commerce, delivery, courier, or logistics operations is a strong advantage.
    • Strong analytical and problem-solving skills
    • Good understanding of operational KPIs, SLAs, and performance tracking
    • Good Excel / Google Sheets skills.
    • Strong communication and stakeholder management skills.
    • Strong attention to detail with excellent follow-up and ownership
    • Ability to work under pressure and manage multiple priorities in a fast-paced environment
    • Good understanding of SOP compliance, operational quality, and continuous improvement
Bosta

About Bosta

Established in 2017, Bosta is a pioneering tech-driven logistics company providing next-day delivery and fast transfer services to e-commerce businesses across Egypt, Saudi Arabia, and the UAE. By leveraging cutting-edge technology and streamlining operations, we are committed to disrupting the logistics industry. Our all-in-one delivery solutions blend innovation with expert knowledge, enabling us to meet the evolving needs of businesses and empower them to grow in a fast-paced market.

Industry
Transportation & Logistics
Company Size
1,001-5,000 employees
Headquarters
Cairo, EG
Year Founded
2017
Website
bosta.co
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